Who’s to Blame?

When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!

It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives

Amazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s.

Creating Customer Ecosystems Around a Specific Service

If there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services?

Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!

Be a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices.

Lowering Customer Satisfaction by Adding Friction to a Seamless Experience

Apple is exacting a higher commission on digital media purchased from within publishers’ own iPhone apps, forcing them to modify the seamless customer experience. The result is angry customers and a potential hit to the Apple brand.